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Business Profile

Holding Company

Viad Corp

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Holding Company.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/21/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I reserved lodging via www.glacierparkcollection.com (listed as "a division of Viad Corp") and read the terms and conditions before finalizing my purchase. Reservation #******* for lodging at ************.I also reserved lodging via glacierparkcollection.com, #******* at *******************. The terms (glacierparkcollection.com/terms-and-conditions/#cancellation) state the following are specialty products "Glacier ************ Lodging, ************************: all cabins, Glacier Park Lodge: Golf House and Tippet Cottage, ********************: Homestead house, Sun Cabin, and Hiker Cabin."When I called to cancel the ************ reservation, I was told it was not refundable since it is a Specialty Product. I noted that it is not listed in the Terms, and I was told that ************ was formerly called 'Glacier ************.' I explained this was not included in my confirmation email and I was told the ONLY place it is listed is here glacierparkcollection.com/lodging/************/ and as you can see the pop-up box even covers this partially.I then emailed the company stating that I found this to be unethical business practice, and was not offered a refund nor any solution. I'm asking for the company to update the wording on their Terms to clearly state "************ is a specialty product" and to approve a full refund for my stay since they did not clearly provide that information. There is no reason the Terms are listed this way- it is not stated in my reservation email and it is unclear from the website.

Viad Corp is NOT a BBB Accredited Business.

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